📍 Job Overview

Job Title: Manager, Technical Support Management
Company: ServiceNow
Location: Sarapiquí, Heredia, Costa Rica
Job Type: Full-time
Category: Web Infrastructure & Support
Date Posted: June 23, 2025
Experience Level: 5-10 years
Remote Status: On-site (Remote OK)

🚀 Role Summary

Lead and manage technical support operations to exceed KPIs and critical metrics.
Build, develop, and lead a high-performing technical support team.
Drive daily incident management success and enhance customer experiences.
Represent ServiceNow effectively with customers and manage major operations outages.
Evaluate processes, technology, and organizational skills to identify improvement opportunities.

📝 Enhancement Note: This role requires a strong background in technical support management, with a focus on customer satisfaction, team leadership, and operational efficiency. Familiarity with AI integration and a customer-first mindset are essential for success in this role.

💻 Primary Responsibilities

Team Leadership & Development: Hire, train, and develop a high-performing technical support team. Foster a culture of collaboration and teamwork.
Incident & Escalation Management: Lead efforts to resolve customer escalations and drive incident management success. Ensure timely resolution of incidents and dissatisfaction issues.
Customer Satisfaction: Monitor and exceed critical technical support metrics, such as CSAT and Time to Resolution (TTR). Represent ServiceNow effectively with customers.
Change Management: Participate in change management efforts related to customer support. Evaluate and improve current processes, technology, and organizational skills.
Outage Management: Manage major operations outages and communicate effectively with customers during these events.
Strategic Planning: Work with cross-functional teams to identify improvement opportunities and drive operational efficiency.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: Minimum of 6 years in technical support and service management, with at least 3-4 years in a supervisory role. Proven experience managing enterprise support in a large, complex web-based service and technology environment.

Required Skills:

Proven ability to manage and exceed support KPIs and critical technical support metrics.
Strong analytical and problem-solving skills.
Excellent communication skills, both oral and written.
Demonstrated ability to provide exceptional internal and external customer care.
Ability to lead change and build commitment for initiatives.
Trustworthy leader with a reputation for fairness, dependability, and high ethical standards.
Profound knowledge of AI integration and its application in work processes, decision-making, and problem-solving.

Preferred Skills:

Experience with ServiceNow products and services.
Familiarity with ITIL (Information Technology Infrastructure Library) framework.
Knowledge of Agile methodologies and project management tools.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role.
Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Costa Rica typically falls between ₡7,000,000 - ₡10,000,000 per year (approximately $12,000 - $17,000 USD), depending on experience and qualifications. This estimate is based on regional market data and cost of living adjustments.

Benefits:

Competitive benefits package, including health, dental, and vision insurance.
401(k) matching and employee stock purchase plan.
Generous time-off policies, including vacation, sick leave, and paid holidays.
Employee development opportunities, such as training, workshops, and mentorship programs.
A dynamic, collaborative work environment with a focus on innovation and continuous learning.

Working Hours: Full-time position with a standard workweek of 40 hours. Occasional weekend and holiday on-call rotation may be required.

📝 Enhancement Note: The salary range provided is an estimate based on regional market data and cost of living adjustments. Actual salary offers may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: ServiceNow operates in the enterprise software industry, focusing on digital workflows and operations management. This role will play a crucial part in ensuring customer satisfaction and driving operational excellence within the company's technical support division.

Company Size: ServiceNow is a large, global organization with over 8,100 customers, including 85% of the Fortune 500. This role will provide ample opportunities for growth and collaboration within a diverse and dynamic team environment.

Founded: ServiceNow was founded in 2004 and has since grown into a global market leader, bringing innovative AI-enhanced technology to its customers.

Team Structure:

The technical support team consists of support analysts, team leads, and managers, working collaboratively to ensure customer satisfaction and drive operational efficiency.
The team works closely with cross-functional teams, including development and operations, to identify and resolve customer issues and drive continuous improvement.
The team structure is designed to foster collaboration, knowledge sharing, and career development opportunities.

Development Methodology:

ServiceNow follows Agile methodologies for software development and project management, with a focus on iterative development, customer collaboration, and continuous improvement.
The company emphasizes a customer-centric approach, with a strong focus on user experience and customer satisfaction.
ServiceNow utilizes AI and machine learning to drive innovation and automation in its products and services.

Company Website: www.servicenow.com

📝 Enhancement Note: ServiceNow's company culture emphasizes innovation, collaboration, and customer focus. This role will play a critical part in driving these values within the technical support team and contributing to the company's overall success.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-to-senior level position, requiring a strong background in technical support management and a proven track record of driving customer satisfaction and operational efficiency.

Reporting Structure: The manager will report directly to the Director of Technical Support and will oversee a team of technical support analysts and team leads.

Technical Impact: The manager will have a significant impact on customer satisfaction, incident resolution, and operational efficiency within the technical support division. Their decisions and leadership will directly influence the customer experience and drive continuous improvement in the company's support processes.

Growth Opportunities:

Team Leadership & Development: Grow and develop the technical support team, providing mentorship, training, and career development opportunities.
Process Improvement: Identify and implement process improvements to drive operational efficiency and enhance the customer experience.
Technical Expertise: Expand technical knowledge and expertise in AI integration, incident management, and customer support best practices.
Cross-Functional Collaboration: Work closely with cross-functional teams, such as development and operations, to drive continuous improvement and innovation in the company's products and services.

📝 Enhancement Note: This role offers significant opportunities for growth and development within the technical support division and the broader organization. The manager will have the chance to make a meaningful impact on customer satisfaction, operational efficiency, and the company's overall success.

🌐 Work Environment

Office Type: ServiceNow's office in Costa Rica is a modern, collaborative workspace designed to foster innovation and teamwork. The office features open-concept workspaces, meeting rooms, and breakout areas for team collaboration and relaxation.

Office Location(s): The office is located in the America Free Zone North Plaza Real Cariari, C. Domingueños 600, America Free Zone, Heredia, Costa Rica.

Workspace Context:

Collaborative Work Environment: The office features open-concept workspaces that encourage collaboration and knowledge sharing among team members.
State-of-the-Art Technology: The office is equipped with the latest technology, including high-speed internet, multiple monitors, and testing devices, to support the team's work and enhance productivity.
Cross-Functional Collaboration: The office is designed to facilitate collaboration with other teams, such as development and marketing, to drive innovation and continuous improvement.

Work Schedule: Full-time position with a standard workweek of 40 hours. Occasional weekend and holiday on-call rotation may be required to manage major operations outages and ensure customer satisfaction.

📝 Enhancement Note: ServiceNow's work environment is designed to foster collaboration, innovation, and continuous learning. The office provides a modern, collaborative workspace that supports the team's work and enhances productivity.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to discuss the candidate's background, experience, and fit for the role. This may include behavioral questions and a high-level overview of the company and team.
Technical Deep Dive: A more in-depth discussion of the candidate's technical skills, experience, and approach to incident management, change management, and customer support. This may include case studies, problem-solving exercises, and scenario-based questions.
Manager Interview: An interview with the hiring manager to discuss the candidate's leadership style, team management experience, and cultural fit within the technical support team.
Final Review: A final review of the candidate's qualifications, experience, and fit for the role. This may include additional interviews or assessments, as needed.

Portfolio Review Tips:

Not applicable for this role.

Technical Challenge Preparation:

Brush up on incident management best practices, change management processes, and customer support strategies.
Familiarize yourself with ServiceNow products and services, if applicable.
Prepare examples of your experience managing and exceeding support KPIs and critical technical support metrics.
Be ready to discuss your approach to leading and developing a high-performing technical support team.

ATS Keywords: See the comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category, at the end of this document.

📝 Enhancement Note: The interview process for this role will focus on the candidate's technical support management experience, leadership style, and cultural fit within the technical support team. Preparation should focus on incident management, change management, and customer support strategies, as well as examples of the candidate's experience driving operational efficiency and enhancing customer satisfaction.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable for this role.

Backend & Server Technologies:

ServiceNow Now Platform: The candidate should have a solid understanding of the ServiceNow Now Platform and its various modules, such as IT Service Management (ITSM), IT Operations Management (ITOM), and Customer Service Management (CSM).
AI and Machine Learning: Familiarity with AI integration and its application in work processes, decision-making, and problem-solving is essential for this role.

Development & DevOps Tools:

ServiceNow Development Tools: Experience with ServiceNow development tools, such as the ServiceNow Developer Community and the ServiceNow Store, is preferred.
Collaboration Tools: Familiarity with collaboration tools, such as JIRA, Confluence, or Microsoft Teams, is preferred.

📝 Enhancement Note: The technology stack for this role is focused on the ServiceNow Now Platform and its various modules. Familiarity with AI integration and relevant development and collaboration tools is essential for success in this role.

👥 Team Culture & Values

Web Development Values:

Customer Focus: ServiceNow places a strong emphasis on customer satisfaction and driving operational excellence within its technical support division. The candidate should have a proven track record of exceeding customer support metrics and driving customer satisfaction.
Innovation: ServiceNow values innovation and continuous learning, both within the technical support team and the broader organization. The candidate should be open to new ideas, processes, and technologies to drive operational efficiency and enhance the customer experience.
Collaboration: ServiceNow fosters a collaborative work environment, with a strong emphasis on teamwork and knowledge sharing. The candidate should be a strong team player, with excellent communication and interpersonal skills.
Integrity: ServiceNow values integrity and ethical decision-making in all aspects of its business operations. The candidate should have a strong sense of ethical responsibility and a commitment to upholding the company's values and standards.

Collaboration Style:

Cross-Functional Integration: The technical support team works closely with other teams, such as development and marketing, to drive innovation and continuous improvement in the company's products and services. The candidate should be comfortable working in a cross-functional environment and collaborating with team members from diverse backgrounds and disciplines.
Code Review Culture: ServiceNow fosters a culture of continuous learning and improvement, with a strong emphasis on code review and peer programming. The candidate should be open to feedback and willing to contribute to the team's collective knowledge and expertise.
Knowledge Sharing: ServiceNow encourages knowledge sharing and mentorship within the technical support team and the broader organization. The candidate should be willing to share their knowledge and expertise with team members and contribute to the team's collective success.

📝 Enhancement Note: ServiceNow's team culture is built on customer focus, innovation, collaboration, and integrity. The candidate should have a strong track record of driving customer satisfaction, embracing new ideas and processes, and working effectively in a collaborative, cross-functional environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Incident Management: Develop and implement strategies to drive incident management success, reduce time to resolution, and enhance customer satisfaction.
Change Management: Participate in change management efforts related to customer support, evaluating and improving current processes, technology, and organizational skills.
AI Integration: Leverage AI and machine learning to drive innovation and automation in technical support processes, decision-making, and problem-solving.
Operational Efficiency: Identify and implement process improvements to drive operational efficiency and enhance the customer experience.

Learning & Development Opportunities:

Technical Skills Development: Expand technical knowledge and expertise in AI integration, incident management, change management, and customer support best practices.
Leadership Development: Develop leadership skills, including team management, communication, and strategic planning, to drive operational efficiency and enhance the customer experience.
Cross-Functional Collaboration: Work closely with cross-functional teams, such as development and marketing, to drive innovation and continuous improvement in the company's products and services.
Mentorship and Knowledge Sharing: Share knowledge and expertise with team members, contributing to the team's collective success and driving continuous learning and improvement.

📝 Enhancement Note: This role presents significant technical challenges and growth opportunities, with a focus on incident management, change management, AI integration, and operational efficiency. The candidate should be prepared to drive innovation and continuous improvement in the technical support division and the broader organization.

💡 Interview Preparation

Technical Questions:

Incident Management: Describe your approach to incident management, including strategies for reducing time to resolution, enhancing customer satisfaction, and driving operational efficiency.
Change Management: Discuss your experience with change management, including process evaluation, improvement, and implementation. Provide examples of successful change management initiatives in a technical support environment.
AI Integration: Explain your understanding of AI integration and its application in work processes, decision-making, and problem-solving. Provide examples of your experience leveraging AI to drive innovation and automation in technical support processes.
Operational Efficiency: Describe your approach to driving operational efficiency in a technical support environment. Provide examples of your experience identifying and implementing process improvements to enhance the customer experience and drive customer satisfaction.

Company & Culture Questions:

Customer Focus: Explain your approach to customer support and customer satisfaction. Provide examples of your experience exceeding customer support metrics and driving customer satisfaction in a technical support environment.
Innovation: Discuss your approach to innovation and continuous learning. Provide examples of your experience embracing new ideas, processes, and technologies to drive operational efficiency and enhance the customer experience.
Collaboration: Describe your experience working in a cross-functional, collaborative environment. Provide examples of your ability to work effectively with team members from diverse backgrounds and disciplines to drive innovation and continuous improvement.

Portfolio Presentation Strategy:

Not applicable for this role.

📝 Enhancement Note: The interview process for this role will focus on the candidate's technical support management experience, leadership style, and cultural fit within the technical support team. Preparation should focus on incident management, change management, AI integration, and operational efficiency, as well as examples of the candidate's experience driving customer satisfaction and enhancing the customer experience.

📌 Application Steps

To apply for this technical support management position:

Submit Your Application: Click on the "Apply Now" button on the job listing to submit your application through the ServiceNow careers portal.
Prepare for Phone/Video Screen: Review the job description and be prepared to discuss your background, experience, and fit for the role during the phone or video screen.
Research ServiceNow: Familiarize yourself with ServiceNow products and services, as well as the company's mission, vision, and values, to demonstrate your enthusiasm and cultural fit during the interview process.
Prepare for Technical Deep Dive: Brush up on incident management best practices, change management processes, and customer support strategies to demonstrate your technical expertise and problem-solving skills during the technical deep dive.
Prepare for Manager Interview: Reflect on your leadership style, team management experience, and cultural fit within the technical support team to demonstrate your ability to drive operational efficiency and enhance the customer experience during the manager interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

ATS Keywords:

Programming Languages:

JavaScript
Python
SQL
Java

Web Frameworks:

ServiceNow Now Platform
IT Service Management (ITSM)
IT Operations Management (ITOM)
Customer Service Management (CSM)

Server Technologies:

Linux
Windows
Cloud-based servers (AWS, Azure, Google Cloud)

Databases:

MySQL
Oracle
Microsoft SQL Server
PostgreSQL

Tools:

JIRA
Confluence
Microsoft Teams
ServiceNow Developer Community
ServiceNow Store

Methodologies:

Agile methodologies
ITIL (Information Technology Infrastructure Library) framework
Customer-centric approach
Incident management best practices
Change management processes

Soft Skills:

Leadership
Team management
Communication
Problem-solving
Analytical skills
Customer focus
Innovation
Collaboration
Integrity

Industry Terms:

Technical support management
Customer support
Incident management
Change management
AI integration
Operational efficiency
Customer satisfaction
Customer experience
Cross-functional collaboration
Process improvement
Process evaluation
Process implementation
Portfolio review
Technical deep dive
Manager interview
Final review
Working persona
Equal opportunity employer
Accommodations
Export control regulations
Fortune 500
Web development
Server administration
Web infrastructure
Technical support
Customer care
Customer service
Customer experience management
Customer satisfaction management
IT service management
IT operations management
AI-enhanced technology
Digital workflows
Operations management
Enterprise software
Customer-centric approach
Customer focus
Technical expertise
Leadership development
Knowledge sharing
Mentorship
Continuous learning
Continuous improvement
Innovation
Collaboration
Teamwork
Cross-functional team
Customer support team
Technical support team
Web development team
Server administration team
Infrastructure team
IT team
Development team
Marketing team
Business team
Technical support division
Technical support role
Web technology industry
Web development industry
Server administration industry
Web infrastructure industry
Customer support industry
IT service management industry
IT operations management industry
Customer service management industry
AI integration industry
AI-enhanced technology industry
Digital workflows industry
Operations management industry
Enterprise software industry
Customer experience management industry
Customer satisfaction management industry
Technical support management industry

This comprehensive list of web development and server administration-relevant keywords is designed to help candidates optimize their resumes and application materials for technical support management roles in the web technology industry.

Manager, Technical Support Management